Drive customer issues from reporting to resolution with the new Microsoft Social Engagement 2016 release. In this video you’ll see how to escalate a social media post from an unhappy customer directly to a customer service rep by linking social posts to CRM. And how posts are automatically prioritized with the new intention analysis and automation rules. You’ll also learn how author lookup, direct publishing, and Office Groups work to help you engage with your customers on many new levels.
Include pictures when replying to posts
When you reply to a post from within Social Engagement, add pictures to your replies on Facebook and Twitter. Quick and easy accessibility to your social profiles is very important in Social Engagement, as a result we’ve made the social profile page more prominent in the Settings area. Go to Settings > Social Profiles to add, share or remove social profiles
Search Setupavailable on all devices
Review or tweak your search topics while you’re on the go – dor example, update your search terms to include the latest hashtag of the conference you’re attending. If you have a Power Analyst or Administrator user role then you can create and edit search topics and search rules on your mobile device.
Improvements to user experience
When you review the organization of you search topics in the category list, the search rules in a search topic are represented with the icons of the corresponding rules. The post list in Analytics and the wide view of streams separate information about the author from the post’s content for improved readability.
Improvements to Analytics widgets
Great user experience is a key aspect of for Social Engagement. The Sources widget now comes with a full-screen view to show the entire list of sources and their number of posts. Authors by Source not only shows the five most active sources, but also summarizes how many authors posted in the other sources. Last but not least, there is improved highlighting on the Sources History widget. It’s now much easier to read the data points in the chart.
